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Job Information
Sage Customer Support Analyst in hybrid, United States
Customer Support Analyst
Job Description:
As a Customer Support Analyst, you will be assisting customers with technical issues related to Sage Intacct products and services. You'll utilize strong problem-solving skills to ensure issues are resolved promptly, aiming for first-time resolution. This enhances customer relationships and contributes to an outstanding Sage experience. Your daily responsibilities include managing a phone queue, addressing customer calls, and resolving cases related to login support, as well as specialized areas such as accounts payable, cash management, bank feeds, and bank reconciliations.
Key Responsibilities:
Responsibilities
• Identifying the root cause of the customer’s software or system issues.
• Demonstrates strong problem-solving and troubleshooting skills, using analysis and testing techniques to solve low to moderately-complex issues.
• Serves as a frontline technical resource for Sage customers, driving first call resolution by using available resources and tools (e.g., blueprints), as well a identifying cases that require escalation (either strategically or technically)
• Staying up to date on applications and systems, as well as processes and procedures, through reading communications and attending training.
• Owning the customer support experience, providing exceptional assistance by solving customer issues through a variety of channels (telephone, email, chat), adhering to shift schedules, procedures, metrics, and goals.
• Assists customers in gaining value from their products and services by promoting available features and resources and identifying additional opportunities for Sage’s solutions to address their needs.
• Contributes to company knowledge capital by providing feedback to improve the customer/user experience e.g., knowledge base, systems and processes.
• Documents customer contact, using relevant systems, in a clear, concise, and understandable format, escalating unresolved issues, with pertinent information, to appropriate resources.
Qualifications:
• 2+ years of experience in a Customer facing role//Technical Support (either by phone, voice, or chat) ·
• Experience of working with and using IT systems
• Accounting experience is a plus
• Bachelor’s degree in accounting / Computer Science is a Plus.
• Detail oriented.
• Communicates clearly and effectively (both verbal and written) in a way that the customer understands, providing clear and concise solutions to problems.
• Experience with Jira/ Salesforce, or other CRMs is a plus.
Plenty of perks:
• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings
What it’s like to work at Sage:
Careers homepage -https://www.sage.com/en-us/company/careers/
Glassdoor reviews -https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm
LinkedIn page -https://www.linkedin.com/company/sage-software
#Li-SH1
Function:
Customer Operations
Country:
United States
Office Location:
Lawrenceville
Work Place type:
Hybrid
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Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/
Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com.
Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/